Technical Support Engineer 3

Who we are 

At Twilio, we’re shaping the future of communications, all from the comfort of our homes. We deliver innovative solutions to hundreds of thousands of businesses and empower millions of developers worldwide to craft personalized customer experiences.

Our dedication to remote-first work, and strong culture of connection and global inclusion means that no matter your location, you’re part of a vibrant team with diverse experiences making a global impact each day. As we continue to revolutionize how the world interacts, we’re acquiring new skills and experiences that make work feel truly rewarding. Your career at Twilio is in your hands.

We use Artificial Intelligence (AI) to help make our hiring process efficient. That said, every hiring decision is made by real Twilions!

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See yourself at Twilio

Join the team as Twilio’s next Technical Support Engineer 3 - Accounts & Billing

About the job

This position is needed to support our customers with complex account administration and billing inquiries. As a TSE3, you will help resolve more challenging customer requests, navigate incident criticality, and work collaboratively across teams to ensure we deliver high-quality support. 

We are looking for someone who enjoys resolving complex issues and proactively anticipating customer questions with helpful suggestions. You are a strong, clear communicator who can explain complex technical and financial concepts simply to both technical and non-technical audiences. You are comfortable recommending paths to resolution when issues arise, participating in cross-team projects, and helping to mentor team members. 

You have a solid understanding of the technology stacks common to the Web ecosystem. You have strong prioritization skills and can manage your caseload independently to meet SLA targets in a dynamic environment. 

Shift & On-Call Requirements: Twilio operates a 24/7 support model, so the ability to work weekends and holidays (as needed) is required. You will also participate in the Technical Support on-call rotation with a high level of autonomy. A rotating shift schedule is in place (e.g., Monday–Friday, Tuesday–Saturday, or Sunday–Thursday across various daytime windows) depending on business needs.

Responsibilities

In this role, you’ll:

• Ticket Ownership: Spend the majority of your time managing and resolving everyday queue tickets, tackling complex account administration, billing inquiries, and escalated cases with minimal guidance.
• Incident & Trend Resolution: Recognize trends that cross product specialty areas, raising issues through the proper channels with suggested next steps.
• Documentation: Fully document customer and internal interactions within tickets, capturing key technical details.
• Knowledge Sharing: Identify gaps in our customer-facing or internal documentation, writing original draft articles and training resources to help upskill the team.
• Process Improvement: Identify areas where our support processes can be streamlined, reporting them with logical recommendations.
• Multi-Channel Engagement: Deliver support across multiple channels (such as email, chat, and phone), ensuring SLA compliance and high-quality interactions.
• Peer Mentorship: Assist and guide peers in resolving complex concepts, helping maintain the "voice of Twilio".

Qualifications 

Twilio values diverse experiences from all kinds of industries, and we encourage everyone who meets the required qualifications to apply. If your career is just starting or hasn't followed a traditional path, don't let that stop you from considering Twilio. We are always looking for people who will bring something new to the table!

*Required:

• Troubleshooting Expertise: Proficient in troubleshooting principles with demonstrated experience using support tools (e.g., Zendesk, Excel, SQL, Splunk, JIRA).
• Autonomy & Case Management: Strong time management skills with a proven track record of prioritizing high-volume caseloads to achieve SLA targets with little to no guidance.
• Clear Communication: Excellent verbal and written communication skills, with the ability to explain complex concepts clearly to both customers and internal partners.
• Decision-Making & Collaboration: Ability to make sound decisions quickly and collaborate effectively across teams.
• Mentorship: Experience mentoring or guiding peers and advising on platform or process improvements.

Desired:

• Billing & Audit Experience: Background in investigating complex billing reconciliation, usage discrepancies, pricing issues, and account audits.
• Financial Software: Experience analyzing intricate multi-product invoices using Zuora or similar enterprise-grade financial management software.
• Industry Experience: Past experience working in a SaaS B2B environment.

Location

This role will be remote and based in Ireland.

Travel 

We prioritize connection and opportunities to build relationships with our customers and each other. For this role, you may be required to travel occasionally to participate in project or team in-person meetings.

What We Offer

Working at Twilio offers many benefits, including competitive pay, generous time off, ample parental and wellness leave, healthcare, a retirement savings program, and much more. Offerings vary by location.

Twilio thinks big. Do you?

We like to solve problems, take initiative, pitch in when needed, and are always up for trying new things. That's why we seek out colleagues who embody our values — something we call Twilio Magic. Additionally, we empower employees to build positive change in their communities by supporting their volunteering and donation efforts.

So, if you're ready to unleash your full potential, do your best work, and be the best version of yourself, apply now! If this role isn't what you're looking for, please consider other open positions.

Twilio is proud to be an equal opportunity employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, political views or activity, or other applicable legally protected characteristics. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law. Qualified applicants with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. Additionally, Twilio participates in the E-Verify program in certain locations, as required by law.